Tree Surgeons Staines Terms and Conditions
These Terms and Conditions apply to all services provided by Tree Surgeons Staines and set out the basis on which work is accepted, scheduled, delivered, invoiced and completed. By requesting a quotation, confirming a booking or allowing our team to start work, the customer agrees to these terms. They are written to provide a clear, fair framework for both domestic and commercial clients and to support safe, lawful and professional arboricultural services. In these terms, references to “we”, “us” and “our” mean the service provider, and references to “you” and “your” mean the customer receiving the work.
Any quotation, estimate or proposal issued by Tree Surgeons Staines is based on the information available at the time and may be subject to change if the site conditions, scope of work or legal requirements differ from what was described initially. Unless stated otherwise, quotations remain valid for a limited period and may be revised if there is a material change in access, tree condition, volume of arisings, machinery requirements, or disposal costs. Acceptance of a quotation means acceptance of these terms together with any written job-specific conditions.
Our services may include tree removal, crown reduction, crown thinning, stump grinding, hedge work, deadwood removal, emergency response, site clearance and related arboricultural tasks. Each service will be carried out with reasonable skill and care, using appropriate techniques and equipment. We reserve the right to refuse or suspend any work where access is unsafe, where there is a risk to people or property, or where the work requested would breach applicable law, planning rules, tree preservation orders, conservation area restrictions or safety requirements.
Booking Process
Bookings may be made following an accepted quotation, a written instruction from the customer or confirmation of a scheduled visit arranged in advance. A booking is only secure once we have acknowledged the agreed scope of work, date or time window, access arrangements and any special conditions that apply. Tree Surgeons Staines may require photographs, tree details, site notes or a survey before confirming a job, particularly where work involves large trees, restricted access, utility proximity or traffic management.
It is your responsibility to ensure that the person instructing us has authority to do so, including where the property is rented, jointly owned or managed on behalf of an organisation. You must also provide accurate information about boundaries, underground services, overhead cables, shared access, parking restrictions, pets, vulnerable occupants and any other matter that may affect the safe performance of the work. If incorrect or incomplete information is supplied, we may revise the price, alter the method of work or cancel the booking if the risk cannot be managed reasonably.
In many cases, especially where specialist equipment or waste transport is needed, we may ask for a deposit or written acceptance before reserving a date. Where a deposit is taken, this is used to secure our time and planning resources and will be applied in accordance with the cancellation rules below. Any appointment times given are estimates unless we explicitly confirm a fixed start time. Weather, traffic, emergencies and operational delays may affect attendance, and we will seek to notify you where reasonably possible.
Payments
Payment terms will be set out in the quotation, invoice or written job confirmation. Unless otherwise agreed in writing, invoices are due on completion of the work or within the payment period shown on the invoice. We may accept bank transfer, card payment, cash or other methods agreed in advance, but we are not obliged to provide every payment option for every job. Commercial accounts may be subject to separate credit terms if agreed before work begins.
All prices are stated in pounds sterling and, where relevant, may be subject to VAT at the applicable rate. If additional work becomes necessary because of hidden defects, unsafe timber, unexpected root obstruction, extra waste volume, difficult extraction, or changes requested by the customer during the job, we will normally discuss the likely cost before proceeding where this is reasonably practicable. If the extra work must be carried out immediately to make the site safe, you agree that the additional charge may be added to the final invoice.
Late payment may result in reminder notices, suspension of any further work and recovery action. We reserve the right to charge reasonable costs incurred in recovering overdue sums, including administrative fees, statutory interest where applicable and any permitted debt recovery costs. Title to any materials sold or retained as part of the service remains with us until payment is received in full, to the extent allowed by law. Any discounts, promotional rates or seasonal offers apply only as stated and may be withdrawn where a booking is changed or cancelled.
Cancellations and Rescheduling
You may cancel or reschedule a booking by giving notice as soon as possible. Because tree surgery often involves planning, waste logistics, equipment allocation and staff scheduling, short-notice cancellation may lead to charges. If a deposit has been paid, it may be retained in part or in full to cover reasonable loss, administrative time and committed costs, unless a different arrangement was agreed in writing. Where we have already ordered materials, booked specialist plant or arranged disposal in reliance on your booking, those costs may also be charged to you.
If you need to postpone the work, we will try to offer a new date subject to availability. However, rescheduling may affect the quoted price if site conditions, seasonal access or contractor availability has changed. We may cancel or defer a booking without liability if circumstances beyond our control make performance impractical or unsafe, including severe weather, storm conditions, equipment failure, illness, transport disruption, legal restrictions or actions by third parties. In such cases, we will seek to rearrange the service at the earliest reasonable opportunity.
If we arrive at site and cannot complete the work because access has not been arranged, permissions are missing, the site is unsafe, or the customer is not present where presence is required, we may charge a call-out fee or a proportion of the agreed price. Where a booking involves multiple visits, each visit may be treated separately for cancellation purposes unless otherwise stated. Any cancellation rights that may apply under consumer law are not affected by these terms.
Waste Regulations and Site Clearance
Tree work generates branches, timber, stumps, chip, leaves and other arisings. Unless the quotation states otherwise, we will manage and remove agreed waste in a lawful and responsible manner. Waste will be transported, stored, recycled, reused or disposed of in accordance with the applicable waste duty of care, environmental rules and all relevant regulations. We may separate timber, woodchip and green waste for reuse or recycling where possible. Where a customer asks to keep timber, mulch or woodchip, this must be agreed in advance and may affect the price or work method.
We are not obliged to remove material that is contaminated, unsafe to handle, excessively heavy, hidden, or not reasonably identified within the original scope. If additional waste is discovered during the job, we may charge for the extra handling and disposal. You must not place hazardous materials, asbestos, chemicals, needles, animal waste or other restricted items into any load connected with our service unless expressly agreed and lawfully packaged. If such items are found unexpectedly, we may stop work until the risk is controlled and additional charges may apply.
Where waste is left on site by agreement, ownership and responsibility for that waste transfer to you once the material has been deposited in the agreed location, except where law states otherwise. If we provide stump arisings, brash piles or timber stacks for your own use, you are responsible for safe storage, movement and subsequent handling after handover. You should ensure that waste left in gardens, driveways or communal areas does not create a hazard, nuisance or obstruction to others. We may also require proof of permission where waste is to be removed from shared or managed land.
Liability and Insurance
We will carry out work with reasonable care and skill and will take reasonable precautions to minimise the risk of damage. However, tree surgery can involve natural defects, hidden decay, brittle limbs, underground obstacles, surface defects, buried services and unforeseen movement in timber or machinery. For that reason, we do not accept liability for damage caused by circumstances that could not reasonably have been predicted or avoided even with proper care.
Our liability for direct loss or damage caused by our negligence is limited to the extent permitted by law and, where appropriate, to the value of the affected service or the amount recoverable under our insurance. We do not exclude liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot lawfully be excluded. We are not responsible for indirect or consequential losses, including loss of profit, business interruption, loss of use, loss of rent, sentimental value or inconvenience, except where such loss is caused by our legal fault and cannot be excluded under law.
You must tell us about any fragile structures, decorative features, hidden services, irrigation systems, underground tanks, survey markers or protected items before work starts. Unless we have agreed otherwise in writing, we are entitled to assume that the site is ready for safe working and that you have taken steps to protect valuables, ornaments, vehicles, furniture, sheds, greenhouses and other vulnerable items. If you request work close to glass, fencing, planting, walls or utilities, you accept that some level of risk is inherent in the service.
Any customer-provided instructions that conflict with safe working practice, statutory duties or arboricultural standards may be refused. Where work is carried out in accordance with your instructions despite a known risk, you may be responsible for any resulting consequence to the extent allowed by law. We are not liable for pre-existing defects, subsidence, tree movement after work, regrowth, natural shedding, storm damage or changes caused by weather or plant biology after completion. Unless expressly stated, no guarantee is given that a tree will not regrow, fail or require future maintenance.
Completion, Access and Customer Responsibilities
Work is normally considered complete when the agreed tasks have been carried out, the site has been made reasonably tidy and any agreed waste removal or stump treatment has been undertaken. Some marks, sawdust, soil disturbance, tyre marks or minor surface impact may occur as a normal part of tree surgery, especially on wet ground or restricted sites. You are responsible for allowing suitable access to the property, for securing permissions from neighbours or managing agents where needed, and for identifying any tree subject to legal control before the work begins.
If planning permission, a tree preservation order, a conservation area notice, landlord consent, leaseholder consent, freeholder approval or other authorisation is required, you must obtain it unless we have expressly agreed in writing to assist with the process. Any delay caused by missing permissions may lead to cancellation, postponement or extra charges. You are also responsible for ensuring that children, pets and other occupants stay clear of the work area and that vehicles or belongings are moved where requested for safety.
Disputes, Complaints and Governing Law
Any concern about the service should be raised promptly so that we can review the issue and, where appropriate, inspect the work. We aim to resolve disputes fairly and efficiently, and both parties should act reasonably and cooperate in any investigation. If a matter cannot be resolved informally, the parties may seek mediation or other alternative dispute resolution before starting court proceedings, provided this is suitable and proportionate. Nothing in these terms limits any statutory rights you may have as a consumer.
These terms and any dispute or claim arising from them, whether contractual or non-contractual, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law provides otherwise. If any part of these terms is found to be unlawful, invalid or unenforceable, that part shall be interpreted so far as possible to reflect the original meaning, and the remaining provisions shall continue in full force and effect.
By instructing Tree Surgeons Staines, you confirm that you have read, understood and agreed to these terms and conditions. They are intended to provide a clear basis for professional tree surgery services, responsible waste handling, transparent payment arrangements and fair allocation of risk. If a specific written agreement or quotation contains a different term, that specific term will apply to the extent of any inconsistency with this document.
